IT Service Desk Analyst

Position Title: IT Service Desk Agent

Job Descriptions
Minimum/General Experience:
2+ years of experience in a call centre setting
Communication Skills: Ability to explain technical concepts in terms that a non-technical user would understand. Active listening to understand the problem effectively.
Customer Service Skills
Problem-Solving Ability
Time Management

Experience in troubleshooting IT issues
Jira Ticketing System (preferred)
Executive support is preferred.

Education:
Associate degree in computer science. (preferred)

Educational/Experience Equivalency:
A high school diploma with a combination of professional certifications may be substituted for experience and/or education. Please see the table below depicting equivalency conversions.

Functional Responsibility:
Answer, evaluate, and prioritize incoming IT support requests (both inbound calls and submitted tickets) for assistance from end-users experiencing problems. Collects and enters accurate data into the Call Center ticketing software. Provide support of hardware, peripherals, and network access, as well as office productivity applications such as the Microsoft’s suite of products, client-unique software applications, and email. Monitor voicemail, email, and related information sources for support inquiries. Provide basic administration of computer accounts and passwords. Provide problem resolution through research, isolation, and recognition for routine end-user problems.
Perform Hardware troubleshooting.

Equal Opportunity Employer:
Intratek Computer Inc. is an equal opportunity employer. “All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.”

Veterans Preference:
Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills

Job Type: Contract

Pay: $20.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person